Contact Trace Records

Amazon Connect emits a Contact Trace Record (CTR) for every Contact. The Cloud Collector reads CTRs from your Amazon Connect Kinesis stream, merges them with Agent Experience Collector telemetry, and ships the result to Operata. CTR collection is optional and requires the CTR installation.

Use Privacy Controls to redact CTR fields at ingest. AWS publishes the full CTR schema in the Amazon Connect CTR data model.

Schema

CTR fields land inside the top-level accountProperties, contact, serviceAgent, and queue objects on the Operata record. The CTR-derived projection looks like this:

{
  "accountProperties": {
    "service": "Amazon Connect",
    "serviceAccountNumber": "012345678910",
    "serviceInstanceId": "62e2306a-aaaa-bbbb-cccc-5a1508195aa5",
    "region": "ap-southeast-2"
  },
  "contact": {
    "id": {
      "current": "b0c9d4d1-aaaa-bbbb-cccc-ee75d4240340",
      "previous": "",
      "next": ""
    },
    "type": "VOICE",
    "direction": "Inbound",
    "initiation": "INBOUND",
    "callerId": "+61402960149",
    "recordingUrl": "op.performance.sampling/connect/operata-prod/2026/05/18/b0c9d4d1_20260518T1014_UTC.wav",
    "connectedToAgent": "2026-05-18T10:14:43Z",
    "disconnectReason": "AGENT_DISCONNECT",
    "durationSec": 71
  },
  "serviceAgent": {
    "serviceId": "23aca65c-7bc8-4ead-b9e5-9df15f06b8af",
    "username": "agent_42",
    "hierarchyGroups": ["Sydney", "Tier 1"]
  },
  "queue": {
    "arn": "arn:aws:connect:ap-southeast-2:012345678910:instance/62e2306a-aaaa-bbbb-cccc-5a1508195aa5/queue/8092a344-02bb-4fba-ac74-2176c5aa0afe",
    "name": "Operata Prod Default Queue",
    "duration": 21
  }
}

Fields

Every field below comes from the AWS CTR. Operata renames a small number of them for consistency with the rest of the data model; the CTR source column shows the original AWS field name.

Name	Type	Required	Description	CTR source
`accountProperties.service`	string	yes	Always `Amazon Connect`.	—
`accountProperties.serviceAccountNumber`	string	yes	AWS account ID that owns the Amazon Connect instance.	`AWSAccountId`
`accountProperties.serviceInstanceId`	string (UUID)	yes	Amazon Connect instance ID.	`InstanceARN` (parsed)
`accountProperties.region`	string	yes	AWS region the instance runs in.	`InstanceARN` (parsed)
`contact.id.current`	string (UUID)	yes	Contact ID for this leg.	`ContactId`
`contact.id.previous`	string (UUID)	no	Previous Contact ID when the Contact was transferred in.	`PreviousContactId`
`contact.id.next`	string (UUID)	no	Next Contact ID when the Contact was transferred out.	`NextContactId`
`contact.type`	string	yes	One of `VOICE`, `CHAT`, `TASK`.	`Channel`
`contact.direction`	string	yes	Contact direction from the agent’s perspective.	derived from `InitiationMethod`
`contact.initiation`	string	yes	How the Contact entered Amazon Connect. One of `INBOUND`, `OUTBOUND`, `TRANSFER`, `CALLBACK`, `API`, `QUEUE_TRANSFER`, `DISCONNECT`, `MONITOR`, `EXTERNAL_OUTBOUND`.	`InitiationMethod`
`contact.callerId`	string (E.164)	no	Caller’s phone number. Redacted when the caller-ID privacy control is enabled.	`CustomerEndpoint.Address`
`contact.systemEndpoint`	string (E.164)	no	The Amazon Connect DID the caller dialled, for inbound Contacts.	`SystemEndpoint.Address`
`contact.recordingUrl`	string	no	S3 key of the call recording.	`Recording.Location`
`contact.recordingStatus`	string	no	Recording status. One of `AVAILABLE`, `DELETED`, `FAILED`.	`Recording.Status`
`contact.initiationTime`	string (ISO 8601)	yes	When the Contact entered Amazon Connect.	`InitiationTimestamp`
`contact.connectedToAgent`	string (ISO 8601)	no	When the Contact connected to an agent.	`ConnectedToAgentTimestamp`
`contact.connectedToSystem`	string (ISO 8601)	no	When the Contact connected to Amazon Connect.	`ConnectedToSystemTimestamp`
`contact.disconnectTime`	string (ISO 8601)	yes	When the Contact disconnected.	`DisconnectTimestamp`
`contact.disconnectReason`	string	no	How the Contact ended. Common values: `AGENT_DISCONNECT`, `CUSTOMER_DISCONNECT`, `THIRD_PARTY_DISCONNECT`, `TELECOM_PROBLEM`, `CONTACT_FLOW_DISCONNECT`, `OTHER`, `EXPIRED`, `API`.	`DisconnectReason`
`contact.durationSec`	integer	yes	Total Contact duration in seconds.	derived
`contact.scheduledTime`	string (ISO 8601)	no	Scheduled Contact time, for callback Contacts.	`ScheduledTimestamp`
`contact.lastUpdateTime`	string (ISO 8601)	yes	When AWS last updated the CTR.	`LastUpdateTimestamp`
`contact.attributes`	object	no	Custom contact attributes set in your contact flow. Key-value pairs of strings.	`Attributes`
`serviceAgent.serviceId`	string (UUID)	no	Amazon Connect agent ID.	`AgentInfo.Id`
`serviceAgent.username`	string	no	Agent username.	`AgentInfo.Username` (from Connect user lookup)
`serviceAgent.hierarchyGroups`	string[]	no	Agent hierarchy-group path.	`AgentInfo.HierarchyGroups`
`serviceAgent.afterContactWorkDuration`	integer	no	Agent’s after-contact-work time in seconds.	`AgentInfo.AfterContactWorkDuration`
`serviceAgent.agentInteractionDuration`	integer	no	Time in seconds the agent was interacting with the Contact.	`AgentInfo.AgentInteractionDuration`
`serviceAgent.customerHoldDuration`	integer	no	Time in seconds the customer was on hold.	`AgentInfo.CustomerHoldDuration`
`serviceAgent.longestHoldDuration`	integer	no	Longest single hold in seconds.	`AgentInfo.LongestHoldDuration`
`serviceAgent.numberOfHolds`	integer	no	How many times the agent placed the customer on hold.	`AgentInfo.NumberOfHolds`
`serviceAgent.connectionAttempts`	integer	no	How many times Amazon Connect tried to reach the agent.	`AgentInfo.AgentConnectionAttempts`
`queue.arn`	string (ARN)	no	Amazon Connect queue ARN.	`Queue.ARN`
`queue.name`	string	no	Queue name.	`Queue.Name` (resolved from ARN)
`queue.duration`	integer	no	Time in seconds the Contact spent in queue.	`Queue.Duration`
`queue.enqueueTime`	string (ISO 8601)	no	When the Contact entered the queue.	`Queue.EnqueueTimestamp`
`queue.disconnectTime`	string (ISO 8601)	no	When the Contact left the queue.	`Queue.DequeueTimestamp`

For the original CTR field reference (including fields Operata does not surface, like MediaStreams or TransferCompletedTimestamp), see the Amazon Connect CTR data model.

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Schema

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Schema

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